BBVA Bancomer/2018 Annual Report
Employee Net Promoter Score
Just as customers evaluate the bank, BBVA Bancomer likewise evaluates its employees. The assessment
consists of surveys delivered by email to gauge how the Commercial Networks perceive the service they
receive from their internal suppliers when providing service to customers.
Some 18,000 surveys were conducted in 2018, broken down as follows:
Digital
❖ Commercial Network
Wealth management and
private banking
Business and government
banking
Specialized Customer Service Unit
GRI 417-2, 417-3 and 418-1
The Specialized Customer Service Unit (UNE) works on an ongoing basis to improve service
quality, with the overriding objective of safeguarding the well-being of customers. The Unit has
introduced a new management and quality model to ensure that all complaints are addressed at
the earliest opportunity, tackling the root of the problem identified by the customer. Customer
complaints and claims provide essential information to drive continuous improvement at BBVA
Bancomer, helping it identify areas of opportunity, improve the customer experience, and shore up
customers' preference for the Bank. BBVA Bancomer fully intends to ramp up its efforts to address
any claims, complaints, and dissatisfaction reported by customers.
Number of surveys
Change December 2018
vs. December 2017
15,235
Up 3 points
Customers may submit claims and complaints via:
679
Down 5.8 points
B
1,298
Score unchanged
9>
Mortgage business
$ Consumer finance
Goals for 2019
Continue to top the open market net promoter score index.
•
Exceed the average of its closest two rivals.
553
Up 9 points
201
Up 10 points
45
Branches
Línea Bancomer
Website: claims and
complaints section
Once the claim has been processed, the customer will be notified of the decision reached by the
Bank's clarifications unit. If the customer remains unsatisfied with the response, they may ask the
UNE to re-open the case and review its previous decision. The request can be made in person at the
Bank's central offices, or delivered by e-mail or by contacting the Call Center.
UNE contact details:
Websiteb: https://www.bancomer.com/serviciocliente/quejas-reclamos.jsp
E-mail: [email protected]
Call center: 1998 8039
Within Mexico: 01 800 112 2610
Corporate offices: 2 in Mexico City and 1 in Guadalajara
Direct customer complaints made to the UNE
B
2018
B
2017
15,877
+0.28%
15,832
annual
BBVA Bancomer/2018 Annual ReportView entire presentation